Cloudbeds - Global Director, Mid-Market Onboarding

• Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches — setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvement • Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management — diagnosing and fixing execution gaps in training quality, error detection, and deployment velocity • Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments that balance customization with scalability • Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention — monitoring portfolio health and intervening early on at-risk projects • Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team, and partnering with leadership on headcount decisions • Serve as a senior escalation point for complex or at-risk mid-market deployments and partner with Account Management on clean, trust-preserving handoffs • Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management — bridging what gets sold and what gets delivered, and contributing to the broader strategy for how Cloudbeds serves mid-market and enterprise-adjacent customers • What Sets You Up for Success: • 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership (time at a hotel, hotel group, or a PMS or hospitality-tech company; OTA or travel-distribution experience on its own does not count) • Track record of building or significantly improving onboarding and implementation functions and frameworks • Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment • Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments • Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers • Ability to move fluidly between strategy and execution — you can design the framework and roll up your sleeves to implement it • Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions • Additional language fluency (Spanish, Portuguese) at a business-professional level • Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company • Familiarity with property management systems, payments, or hospitality fintech • Experience building onboarding or implementation functions at a scale-up stage company • Background working with hotel management companies, small chains, or the consultant ecosystem • Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $160,000 and $190,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates). • What to Expect - Your Journey with Us • Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. • Learn more online at cloudbeds.com • Company Awards: • Best All-In-One Hotel Management System | HotelTechAwards (2025) • Overall 10 Best Places to Work | HotelTechAwards (2025) • Most Loved Workplace® Certified (2024) • Top 10 People’s Choice (2024) • Deloitte Technology Fast 500 (2024)